SR - Personal Reason (US) - Check Basecamp for updates¶

SR (Sales Return) Personal Reason - Return (Paid by the customer) & Refund

The SR process only applies to orders that still within 30 days of delivery.

We'll provide the return label to the customer then subtracted the $15 shipping fee from your final refund. This is explained in the SR macro.

If the customer no longer has the original packaging for return, a $20 (USD) restocking fee needs to be charged and will be deducted from the refund (see Spark Warranty FAQ for reference). Please explain this to the customer. (Applicable to ALL products.)

0 - Verify the return reason and the purchase date¶

Before proceeding, verify the user's name and email by comparing them with the Shopify order information to confirm if the order is still within 30 days of delivery.

1 - Inquire about basic info¶

Once confirmed that the customer would like to return the order (must be a full order), insert Macro: [Service Center] SR (Regular) - 1. Insert the correct country in the email subject. Submit as pending. 

2 - Create a return on Aftership¶

Once the client replies with all the requested information, create a return as instructed below:

3 - Offer return label¶

• Method#1:

Click "Get return label", the label will be downloaded on your computer.

Attach the label to the email and send it to the customer.

- Method#2:

Once the return label is sent to the customer, instruct them to follow the guidance in the email to return the item.

4-1 - Check the tracking# for the return package¶

Check the tracking with the corresponding carrier and verify if the item is returned.

Go back to the ticket and update the estimated delivery date (according to the tracking number) in the subject:

Reply the ticket with a heads-up, and submit as ‘On-hold’:

Thanks for providing the information. 

We've informed our service center to look out for the incoming package and will keep you updated about the refund as soon as possible. 

Please wait for further notice. Thank you.

4-2 - Check the registration status¶

Check the registration status by the serial number. Registered products must be deregistered before being sent back to Positive Grid.

Go to Portal and remove the registered item if it's necessary.

5-1 - Check the status of the received package¶

On the ETA of the returning package, check the tracking with the corresponding carrier to verify if the returned item is delivered. 

5-2 - Refund¶

• Once delivered, the agent can proceed with the Refund Process - Check Basecamp for updates.

• Since a $15 shipping fee needs to be subtracted from the final refund, make sure to manually put in the refund amount.

• If an additional $20 restocking fee needs to be deducted from the refund, make sure to do so.

• If there's shipping fee in the order, make sure NOT to refund it for such cases (personal reason).